Kayla Grady
About Kayla Grady
Kayla Grady is the Sr. Director of Customer Operations at SentinelOne, with extensive experience in customer service and technical operations.
Title
Kayla Grady is the Sr. Director of Customer Operations at SentinelOne, working remotely. In this role, she is responsible for overseeing the customer operations team and implementing strategies that enhance customer service efficiency and satisfaction.
Company
Currently, Kayla Grady is part of SentinelOne, a cybersecurity company known for its innovative approach to endpoint protection. At SentinelOne, she has led significant projects such as spearheading the integration of a new CRM system and optimizing customer support processes, thereby improving overall operational performance.
Education and Expertise
Kayla Grady studied Science at Dallas College, earning an Associate's degree over a period from 2001 to 2007. Her expertise lies in customer operations, technical service management, and process optimization. She has demonstrated her skills in implementing customer feedback systems, optimizing call handling processes, and developing training programs for new hires.
Professional Background
Kayla Grady has an extensive background in customer operations and technical services. She has worked in various leadership roles at SentinelOne and NETSCOUT. At NETSCOUT, she served as the Director of Technical Services Operations and Sr. Support Operations Manager. Earlier, she held the position of Customer Advocate at Network Associate/McAfee.
Achievements
Kayla Grady has several notable achievements. At NETSCOUT, she implemented a customer feedback system that boosted satisfaction scores by 20% and developed a training program that slashed onboarding time by 30%. At SentinelOne, she reduced average call handling time by 15% and improved data accuracy through a new CRM system. She received the 'Excellence in Leadership' award at NETSCOUT in 2020 and has authored a white paper on remote customer support best practices.